SAMRAA ARAFAT
Customer Care Manager
Kuwait City
Summary
Experienced in the customer care industry, this dedicated and knowledgeable customer care professional has a solid track record of success. Excels as a team player, bringing an outgoing and positive demeanor to every interaction. Proven skills lie in building strong client relationships and establishing rapport, ensuring exceptional customer satisfaction.
Overview
8
8
years of professional experience
21
21
years of post-secondary education
Work History
Customer Care Supervisor
Drops Group
09.2020 - Current
- Manage, train, and mentor customer service teams to meet performance standards
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Schedule shifts, monitor attendance, and ensure team members are motivated and productive
- Oversee the handling of customer inquiries, complaints, and support requests
- Create reports to track key performance indicators (KPIs) such as response time, customer satisfaction (CSAT) scores, and issue resolution rate
- Manage social media DMs and Comments (Kuwait,UAE and KSA)
- Work closely with sales, marketing, and product teams to address customer needs and improve service quality
- Developing and implementing customer care strategies to enhance customer satisfaction and loyalty.
- Analyzing customer feedback and metrics to identify areas for improvement.
- Conducted virtual training sessions for teams in KSA and UAE, enhancing customer service skills and ensuring consistent service quality.
Customer Service Representative
Carriage Logistics Company
02.2018 - 09.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Offered customer advice and assistance, paying attention to special needs or wants
- Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values
- Handled complaints, provided appropriate solutions and alternatives within proper timeframes, and followed up to achieve a resolution
- Providing timely and effective support via phone, or chat.
- Providing information about products, services, and company policies.
Sales Associate
Azadea Group
01.2017 - 02.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Provided primary customer support to internal and external customers in a fast-paced environment
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Processing transactions and handling payments.
- Ensuring a positive shopping experience by being friendly and approachable.
Education
BBA - Business Administration And Management
Arab Open University
Kuwait 04.2001 - 04.2022
High School Diploma - undefined
Ikhlas Private School
Skills
Operations management
Training programs
Account management
Policy implementation
Brand representation
Team leadership
Customer service management
Personal Information
- Date of Birth: 10/28/98
- Nationality: Jordanian
- Visa Status: Visa Transferable
Timeline
Customer Care Supervisor
Drops Group
09.2020 - Current
Customer Service Representative
Carriage Logistics Company
02.2018 - 09.2020
Sales Associate
Azadea Group
01.2017 - 02.2018
BBA - Business Administration And Management
Arab Open University
04.2001 - 04.2022
High School Diploma - undefined
Ikhlas Private School
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